Refund policy

Return & Refund Policy

At Merrdear, we are dedicated to providing premium quality lash products. Please review our policy below regarding returns, refunds, and exchanges based on your order type.

1. Standard Retail Orders

Applicable to regular online purchases for personal use.

  •   Return Window: Items may be returned within 30 days of the delivery date.
  •  Condition: Products must be unused, unopened, and in their original packaging. For hygiene reasons, we cannot accept returns on opened lash trays or used tools unless defective.
  • Process & Payout:
         o Once your return is received and inspected, we will notify you of the approval or rejection.
         o Approved refunds will be processed to your original payment method within 5-10 business days.
  • Shipping Costs:
         o Shipping fees are non-refundable
         Exception: If the return is due to our error (e.g., wrong item, manufacturing defect), we will cover the return shipping costs.
  • Exchanges:
         o We offer exchanges for different sizes or curls, subject to stock availability. Please specify your desired replacement when contacting support.
         o The replacement item will be shipped after the original item is received and inspected.
  • Final Sale: Items marked as "Clearance" or "Final Sale" are not eligible for return or exchange.

2. Wholesale Orders (Small B-End)

Applicable to bulk purchases of standard stock items.

  • Inspection Period: Please inspect all items immediately upon receipt. Any discrepancies (shortages, damages) must be reported within 7 days of delivery.
  • Return Policy:
         o Due to the volume and nature of wholesale goods, returns are generally not accepted for change of mind.
         o We only accept returns for defective items or shipping errors.
  • Restocking Fee: In exceptional cases where a non-defective return is authorized by our team, a 20% restocking fee will apply. Return shipping is the buyer's responsibility.

3. Custom & Private Label Orders (OEM/ODM)

Applicable to orders with customized packaging, logos, or specific non-stock specifications.

  •   All Sales Final: Due to the personalized nature of these products, custom and private label orders are strictly non-refundable and non-exchangeable.
  • Quality Guarantee:
         o If there is a manufacturing defect or the product deviates significantly from the approved sample/mock-up, please contact us within 7 days of receipt with photos/videos.
         o We will evaluate the issue and, at our discretion, offer a replacement, rework, or partial credit for future orders.
  • Pre-Production Approval: It is the customer's responsibility to review and approve all digital proofs and samples before production begins. We are not responsible for errors (e.g., typos, layout) approved by the customer.

 

How to Initiate a Return

To start a return or exchange request, please email our support team at kevin@merrdear.com with Order Number and relevant photos (if defective).